CX Systems Engineer
35 minutes agoLeadSalary: 130K - 200KRemote; London; New York, NY; San Francisco, CA; Seattle, WARemoteFull TimeEngineeringJobs by Runway
RunwayVisit Runway website
Runway is an AI company building generative media, developer, and robotics products on top of its real-world intelligence and general world models.
Distributed
Funding history
About Runway
Runway provides a cloud creative suite for generating and editing video, images, and audio; an API platform for developers; and a robotics toolkit for policy inference, simulation, and synthetic data generation powered by its GWM-1 general world model.
Skills
About the Role
You will own AI support systems, ticketing workflows, internal CX tools, reporting, quality evaluation, releases, and operational guardrails. You will ship production code, monitor system quality, manage vendor collaboration, and translate customer-support signals into improvements across products and processes.
Requirements
- 5+ years in Customer Experience, Support Engineering, or Support Operations with coding experience
- Production TypeScript and Node.js experience
- Experience with AWS
- Experience building and tuning AI- or LLM-powered support workflows
- SQL experience
- Code-level experience with billing or payments APIs
- Experience with Git, pull-request review, CI, staging, and feature flags
- QA and evaluation experience with rubrics and test suites
- Experience translating support signals into action
- Interest in AI or creative tools
Responsibilities
- Own AI support agents, ticketing systems, and support tools
- Ship product changes that reduce ticket volume
- Build and maintain internal CX software tooling
- Run QA, evaluations, monitoring, and alerts
- Manage staged releases, regression testing, rollbacks, and production writeups
- Build and maintain CX reporting queries
- Implement guardrails and audit trails for refunds, account changes, and PII
- Maintain structured knowledge-base content and ticketing handoffs
- Maintain the CX roadmap and coverage model
- Manage day-to-day work with the AI platform vendor
- Coordinate support signals with Product, Engineering, Customer Education, community, GTM, and Analytics